Manager, Delivery

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Delivery based in the United States.** This role leads a critical client-facing Delivery function responsible for onboarding, reporting, billing operations, and ongoing measurement delivery. You will manage and develop a team of Delivery Analysts, Managers, and Leads while ensuring consistent, scalable, and high-quality client outcomes. The position combines people leadership with hands-on ownership of complex delivery challenges, including reporting accuracy, client escalations, and revenue risks. You will work across a matrixed organization, partnering with Sales, Account Management, Product, Engineering, Marketing, and Professional Services leadership. A key focus will be improving operational processes, developing scalable playbooks, and identifying recurring issues that can be addressed through better systems and workflows. You will also act as a trusted escalation point, helping translate technical concepts into clear solutions for clients and internal stakeholders. This is a high-impact opportunity for an experienced delivery leader who enjoys developing talent, solving complex problems, and improving the client experience at scale. ### Accountabilities: The Manager, Delivery will oversee the performance, development, and operational effectiveness of the Delivery team across a portfolio of client accounts. The role requires a balance of strategic leadership, process ownership, client relationship management, and hands-on problem solving to ensure reliable delivery and continuous improvement. - Manage and monitor ongoing client delivery, reporting, and billing operations across a portfolio of accounts. - Recruit, onboard, coach, motivate, and develop Delivery Analysts, Delivery Managers, and Delivery Leads. - Establish clear performance expectations and support team members in maximizing their individual contribution and professional growth. - Monitor key performance indicators such as time to value, reporting accuracy, and client satisfaction. - Develop strategies and initiatives to consistently meet or exceed client and team performance goals. - Oversee internal initiatives designed to improve the overall client experience. - Analyze recurring reporting, billing, onboarding, and delivery issues to identify opportunities for process improvement. - Lead cross-functional teams and influence stakeholders across a matrixed organization. - Own Delivery playbooks, templates, process documentation, and operational standards. - Ensure process updates and best practices are communicated consistently across Professional Services and relevant internal teams. - Partner with leadership to define clear handoff points, escalation paths, and shared workflows between technical and client-facing teams. - Provide client and market feedback to Product, Engineering, and Marketing teams to inform improvements to technology, reporting capabilities, and processes. - Resolve complex and non-routine client issues, including reporting discrepancies, billing concerns, and revenue-risk escalations. - Serve as a senior escalation point for client delivery issues and internal teams requiring Delivery support. - Support the onboarding and training of new Delivery team members. - Identify opportunities to improve the scalability, consistency, and quality of the overall Delivery function. - Partner with leadership to strengthen operational processes and ensure a seamless client experience throughout the account lifecycle. **Requirements:** The ideal candidate is an experienced people leader with a strong background in media, advertising, client success, or professional services delivery. You should be comfortable managing teams, resolving complex client challenges, working with technical stakeholders, and improving operational processes in a fast-paced environment. - Bachelor’s degree in Business, Communications, or a related field preferred. - **4+ years of management experience**, ideally leading a team of approximately 2–5 direct reports. - **6+ years of experience in media, advertising, client success, account management, reporting, or client delivery.** - Strong working knowledge of reporting and measurement products, with the ability to collaborate effectively with technical teams. - Proven experience resolving complex, non-technical client issues and de-escalating sensitive situations. - Strong client management and relationship-building skills. - Excellent written and verbal communication skills. - Ability to explain technical concepts clearly to non-technical audiences. - Strong organizational skills and the ability to manage multiple priorities independently. - Demonstrated ability to identify operational problems, analyze root causes, and implement effective improvements. - Experience creating or managing playbooks, templates, documentation, and standardized processes. - Strong cross-functional collaboration and stakeholder management skills. - Ability to influence teams and stakeholders within a matrixed organization. - Strong people management, coaching, mentoring, and talent development capabilities. - Comfortable serving as an escalation point for complex client delivery and billing issues. - Ability to work effectively in a fast-paced environment with changing priorities. - Experience with TV, video, advertising technology, media measurement, or related platforms is a plus. **Benefits:** - Base salary of **$184,000–$205,000 per year**, commensurate with experience. - Equity participation. - Flexible, discretionary paid time off. - Spring, Summer, and Winter company breaks. - Comprehensive medical, dental, and vision coverage. - 401(k) retirement plan with company matching. - HSA and FSA options. - Paid maternity and parental leave for all family additions. - Cell phone and Wi-Fi reimbursement. - Commuter benefits. - Fully remote position within the United States. - **Hybrid work option preferred in New York, NY.** - Opportunity to lead and develop a high-impact client delivery organization. - Opportunity to influence product, technology, and operational improvements through direct client feedback. - Collaborative environment with significant cross-functional exposure and ownership.